The Simple Truths of Service

When was the last time you received customer service that was so great you wanted to tell others about it? Okay, now what about the last time you had a really bad experience as a customer? My guess is that the bad experience will pop into your mind a lot more easily than the good one.

People have always shared customer service stories, good and bad, with each other. But as we all know, these stories are no longer confined to a small circle of friends. Social media has made it easy for both kinds of stories to be shared with hundreds or even thousands of others with a few keystrokes. And many people make their buying decisions based on reviews they find on websites. So as a business owner or manager, how can you ensure you are delivering service that delights your customers so much that they want to brag about it to their friends?

Through the years I’ve learned how even the smallest effort or the simplest change in policy can make a positive difference to an organization. That’s why I’m so excited about the re-release of The Simple Truths of Service—a charming little book I wrote with Barbara Glanz. It is filled with true stories about simple acts of service that build customer loyalty. Barbara and I collected these stories over the years and compiled them into an easy to read book that will spark your imagination about how simple it can be to create loyal customers. It will inspire you to realize that every single person in your company—even you—can make a difference.

The first story is the heartwarming tale of Johnny—a bagger in a grocery store whose one act of kindness transformed the level of service in the entire store. It is proof that a simple message from the heart can sometimes have more power than a company-wide marketing strategy. More true stories follow—all great examples of heartfelt, caring service that turned regular customers into raving fans.

I’ve said for years that if you don’t take care of your customers, somebody else is waiting, ready, and willing to do it. The best competitive edge for a business isn’t their product or their price. It’s how they treat their customers. Make a point of giving your customers a service experience they will remember and share with their friends. You may end up with a story you can brag about!